I mentioned over the last couple of weeks that there are some important takeaways from the current crisis. Here’s another takeaway. There’s a little bit of irony in the title of today’s post. Why do we have to make sure the customer experience is...

I’m excited to be a keynote speaker at CCW Nashville in January. As part of our partnership, I am once again sharing some of the content created by my fellow event speakers and offered on the CCW website. In today’s post, I’m sharing a few tidbits...

Image courtesy of PixabayI originally wrote today’s post for Intradiem. It was published on their blog on November 18, 2015. Are you considering all of your channels when you think about the omnichannel experience?A couple months ago, I wrote about...

Image courtesy of avreneToday I’m pleased to share a guest post by Adam Rogers at Kayako.There is an abundance of metrics out there that can measure the quality of your customer support. But which one really shows how loyal your customers are?When measuring...

Image courtesy of PixabayI originally wrote today’s post for Intradiem. It was published on their blog on October 15, 2015. How would your customers rate your omnichannel experience? It’s probably time to make that a priority, if it isn’t...

Image courtesy of PixabayI originally wrote today’s post for Intradiem. It appeared on their blog on April 23, 2015. There’s a lot of talk about how much effort a customer is required to put forth in order to complete some task with an organization,...